The purpose with the thesis is to analyze and investigate the purpose of the co-operations between different brands within the hotel sector. We differentiate these purposes of the collaborations in regard to connections to quality- and environmental oriented symbols.

The purpose of this essay is to develop marketing strategies, from a service management perspective, for camping’s interested in the German tourist as a new target audience. This essay focus upon extending the season for camping grounds on Öland, Sweden. To extend the season we recommend the camping grounds to target a new audience - the German tourist.

The purpose of this study is to describe and analyze how companies offering tailor made products on the internet, can work with their marketing and their customer relationships. The study will answer the purpose from a service management perspective and there will also be presented theories from an Electronic Commerce perspective. The starting point for this study was the qualitative method. The essay builds its empirical material from interviews with knowledgeable persons in the subject and the owner of the company whose products are tailor made and sold on the internet. It was conducted seven interviews, four of which were face-to-face, two conducted by mail and finally there was made a telephone interview. Conclusions have been drawn based on the empirical material and theory. The study has been able to identify three concepts that are central to this type of product: Site-building, customer involvement and promotion & relationship management.

The service industry has become a major industrial sector in Taiwan. Service industry has some unique characteristics such as intangibility, perishability, heterogeneity, inseparably. These characteristics make it difficult for a service to be mass-produced, have consistent quality control, or have patent protection. In response to this kind of competitive environment, enterprises need rapid service innovation to enhance their value. Therefore, service innovation and service design are more and more important. The service blueprint is a tool for service process design. It can specify how service is provided, and support service process analysis. However, there is no generally accepted practice and software for designing service blueprints. This has hindered the enhancement of service productivity. In this these, we define requirements for service blueprints and develop a system prototype to show the feasibility of such as system. The service blueprint system can help visualize service process and identify potential fail points and innovation opportunities. It can be used by service companies to communicate service design with the staff, and find alternatives to eliminate service gaps.

Information technology usage has become compulsory for all organizations whether government or private organizations to achieve visibility, compete rivals and execute their missions better. To get desired result from usage of information technology, IT of organization has to be managed well. Up till now, various frameworks are developed to manage it well. Best examples for this kind of frameworks are COBIT and ITIL, containing all processes which can be handled in IT management and becoming widespread through the world. COBIT and ITIL are complementary frameworks rather than competitors. Due to this reason, organizations must implement both of them instead of choosing one of them. In addition to these, ISO/IEC 27001:2005 which focuses on information security management process is a quite famous IT standard in terms of security. This thesis provides organizations to meet requirements of these frameworks/standards which are process based frameworks and standards complementary to each other, with a unique implementation by taking unification of processes in a more simple and understandable way. Consequently, it provides reduction in the duplicate work and prevents inconsistencies that may occur. In addition, including CMMI level two requirements motivate the organization to implement higher maturity level of CMMI. Moreover, this study provides organizations to implement ISO 27001 management structure which establish a foundation for extension to technical structure of it. Besides these, this study provides an alignment of frameworks model and COBIT and ITIL which helps organization to trace ITIL and COBIT simultaneously. Lastly by providing a web based application, there exists foundation for knowledge bank of IT processes in Turkish and profile pages for each organization to manage, trace and reach their own IT processes in a digital environment.

The staffs of Sunset Beach Resort have been deliberating the leisure and natural atmosphere as well as elegant dinning and accommodation environment since the opening in 2002. The service quality is our first priority. Since the national depression throughout the country in recent years, however, our management is facing great challenge now. Local customers¡¦ dinning habits also affect our decision making. Therefore, the most important issue of our management strategy is to improve the service quality and fulfill the customer satisfaction in order to increase the numbers of customers and income profit. This research is focusing on the service quality and customer satisfaction within Sunset Beach Resort. The flowing are the purposes of our research including: 1. the surrounding areas and customers¡¦ psychological factors and their influences on service strategy of marketing, 2. understanding of organization management, service strategy of marketing and service management system which significantly affects the service quality, 3. the relationship between service quality and customer satisfaction, 4. improvement of strategy methods which likely improve the service quality and customer satisfaction. Based on the introduction of the current cases, we first analyze the domestic economic environment and how it influences the business condition at Sea View Beach Resort. The design of the research methods is to interview the executives and employees within two weeks and to investigate the present conditions including: 1. organization management, 2. service strategy of marketing, 3. service management system which affects service quality and customer satisfaction. Additional two-week period interview is also applied on the customers of the hotel and restaurant including: 1. location factors: surrounding areas and traffic, 2. customers¡¦ psychological factors, 3. service strategy of marketing: marketing methods, 4. service quality, 5. customer satisfaction, 6. improving methods- customer enjoyment and fairness. The research also includes survey on customers of Sunset Beach Resort. The questionnaires contain two major portions - ¡§customer recognition¡¨ and ¡§basic information¡¨ in order to obtain: 1. location factors: surrounding areas and traffic, 2. service strategy of marketing, 3. service quality, 4. customer satisfaction, 5. improving methods and their mutual influences. The information processing methods comprise: 1. detail analysis, 2. narrative statistics analysis, 3. recurrence analysis, 4. single factor modification analysis. According to the outcome of the research and its mutual relations, the recurrence analysis reveals that location affects the service strategy of marketing; the service strategy of marketing of the hotel and restaurant affects service quality; service strategy and service quality affect customer satisfaction. The modification analysis unveils that customer age, occupation, monthly income, counts of dinning affect marketing method, service quality, and customer satisfaction; customer age, numbers of visit, and reasons of visit also affect the degree of satisfaction toward surrounding traffic. This research concludes some limited information which can be used in further references.

<p>Mobil teknologi integreras idag i allt högre grad med centrala stödsystem. Studien har undersökt vilka möjligheter som finns för fältservicetekniker att arbeta direkt i stödsystem, Service Management System (SMS), m.h.a. nya tekniker. Hur kan en bra mobil arbetsplats utformas? En enkätundersökning har utförts där 14 personer som arbetar som fältservicetekniker eller som servicechefer har deltagit. Studien visar att det är möjligt att integrera fältserviceteknikerns arbetsplats med SMS m.h.a. tekniker som mobilt Internet och handdatorer, och på ett sätt som medför att lösningen får en bred acceptans. Det finns lämpliga lösningar som bör inkluderas i arbetsplatsen. Exempel är uppdrags-/ärendehantering och reservdelshantering. Det finns dock områden som måste beaktas vid utformandet av arbetsplatsen. Fältservicetekniker utrycker oro för att antalet kontakter med medarbetare kan komma att minska och en känsla av att vara övervakad om GPS-positionering utnyttjas. Helhetsintrycket är dock att dessa fältservicetekniker är mycket positiva till denna nya typ av mobila arbetsplats</p>

<p>The customer satisfaction and loyalty for Swedbank have in a recent study shown to be among the lowest for all banks in relation to corporate customers. Since there is not much interaction with small enterprises compared to mediumsized and large enterprises and a vast majority of customers are small corporations, there was a need to focus on this seg-ment and find what they believed was in need of improvement. This study was conducted in cooperation with Swedbank in Gothenburg. The authors worked as consultants with the base of the satisfaction and loyalty study conducted by SKI in October 2006 and performed a case study where 25 randomly chosen small enterprises in the Gothenburg-region were interviewed by telephone.</p><p>The stated purpose of this thesis is to investigate what aspects of relationship quality and service quality Swedbank Gothenburg’s small corporate customers are not fully satisfied with and how to improve them to ensure customer satisfaction and loyalty.</p><p>The authors developed a model called the customer loyalty model, identifying the drivers of Total Perceived Relationship Quality and Total Perceived Service Quality which in turn determine an organisation’s image. The image has an impact on customer satisfaction and loyalty. Four key areas where service failures might occur are the basis for the research questions: the performance of the account manager, the performance of other employees, perception of the bank and perception of the services provided. Further, a fifth research question was posed to answer how to improve the possible lack of satisfaction.</p><p>Based on the empirical findings the authors could conclude that the customers should be the primary focus for Swedbank by developing a stronger serviceoriented culture. A way to improve the problem of the frequency of contact between corporate client and account manager is to divide small corporate clients into sub-groups according to their different needs. Furthermore, the account managers having interest in and knowledge about the corporate clients are of importance. This can be done by visiting clients at their place of business and have continuous education to develop the account managers’ competence. There is a need for customised solutions for different corporate clients and this could be achieved by keeping an on-going discussion with each client. Furthermore, the accessibility of the account managers and the length of the decision-making process need to be im-proved. This can be accomplished by for instance longer opening-hours and more frequent group meetings.</p>

Advertisement is something that surrounds us in our everyday life. The two terms marketing and advertising are closely linked together and often considered as the same thing, although they are not. To be able to analyse the term advertisement it is crucial to separate it from the term marketing and observe advertising as a part of the complete marketing. We have two main focuses with this qualitative research and the first one of these is to analyse the changes in advertising when considering style, message and characteristics. The advertiser has a wide range of tools that he or she can use to make commercials follow the trends and changes in society. These tools can vary from the style and message of the advertisement to the actual channel that it is transmitted through. The second focus is to explore and describe the advertisements role, function and importance in the complete marketing. Advertising is one of the main parts in the Marketing Mix and we are in this research interested in describe advertising in relation to partly the other parts of the Marketing Mix but also to describe advertising in relation to other marketing perspectives such as Service Marketing and Management, Relationship Management and CRM. Also we aim to explore the different fields within Internet related marketing such as communities and describe advertising in relation to that. We aim to see if the role, function and the importance of advertising has changes because of the development of the other marketing perspectives or if advertising still have a significant role. It is important for advertisers to consider the advertisements role in their full marketing.

Syftet med uppsatsen är att undersöka och klarlägga relationsmarknadsföring som ett verktyg i ett företag inom hemelektronikbranschen, samt ta reda på betydelsen av CRM, service management och relationsbildningar för företaget. Vi har valt att använda oss av det kvalitativa tillvägagångssättet där intervjuer med företagets anställda har gjorts. Studien är baserad utifrån ett abduktivt angreppssätt. Eftersom studien är kvalitativ har forskningsfrågorna inte kunnat besvaras med konkreta svar utan snarare bredare svar med djup som gett oss förståelse över hur relationsmarknadsföring, CRM, relationer och service management rent praktiskt går till väga. Studien har visat att det förekommer relationer mellan säljare och kund i hemelektronikföretaget men att det inte ses som något direkt marknadsföringsverktyg. Studien har visat att de teoretiska begreppen använts praktisk sätt men inte i de teoretiska termerna. Studien har även visat att det finns möjlighet att företaget kan utveckla transaktioner till relationer, som i sin tur bildar relationsmarknadsföring.